Keystone Intelligent Assist
For the helpdesk teamKeystone Intelligent Assist
Section titled “Keystone Intelligent Assist”Assist is a free-form question box for your helpdesk data. Instead of building a report, you ask it something — “What’s our SLA breach picture for the last 30 days?”, “Which departments have the biggest open backlog?”, “Are there recurring ticket themes worth a problem record?” — and it answers in prose.
It’s the first item in the agent rail. The same surface appears in every Keystone product you have — Assets, Estates, Governance, Health & Safety, SCR — each scoped to its own data, so the Helpdesk panel only ever answers over Helpdesk.
What it can see
Section titled “What it can see”The answer is grounded in your trust’s Helpdesk data only — backlog, SLA figures, ticket themes, throughput. It’s a snapshot of aggregates: counts and structural definitions, not rows. No individual identities reach the AI provider; names and personal details are stripped before anything leaves Keystone.
Because it works from a snapshot rather than a live query, treat it as a way to orient — for an exact figure to act on, open the matching report.
When it’s unavailable
Section titled “When it’s unavailable”Assist depends on AI being enabled for your workspace. If your trust hasn’t switched it on, or the monthly usage limit has been reached, the panel falls back gracefully rather than erroring — you’ll get a plain message instead of an answer.